Technical Support Specialist – Photo Finishing Equipment

About Us

We provide nationwide technical support for photo finishing equipment installed in major retail locations. Our goal is to ensure seamless operation and minimize downtime through expert troubleshooting, proactive monitoring, and exceptional customer service.

Position Summary

We are seeking a detail-oriented and proactive Technical Support Specialist to join our team. In this role, you will provide break/fix support both via phone and email, troubleshooting mechanical and software issues, maintaining online system connectivity, and assisting customers with equipment setup and maintenance. The ideal candidate will have experience working with photo finishing or similar technical equipment and possess excellent communication and problem-solving skills.

Key Responsibilities

• Handle outbound phone communication and email monitoring to provide break/fix support for photo finishing equipment located nationwide.
• Live answering inbound communication to provide break/fix support.
• Troubleshoot mechanical and software issues remotely using tools such as NetOps, VNC, TeamViewer, and FIDS.
• Proactively monitor website offerings and connectivity status for online operations.
• Contact retail sites showing connectivity errors or product stock issues to reduce downtime and resolve problems promptly.
• Guide customers through software navigation and operational procedures via remote sessions.
• Assist customers with locating part numbers, ordering parts, and installing customer replaceable units.
• Support device swaps including media drives, DX printers, and dymo label printers, ensuring smooth initial setup and installation.
• Escalate unresolved issues to appropriate departments such as Depot, OSSN, and DFS in a timely manner.

Qualifications

• Experience with remote troubleshooting tools (e.g., NetOps, VNC, TeamViewer).
• Strong understanding of mechanical and software troubleshooting principles.
• Customer-focused with excellent verbal and written communication skills.
• Ability to manage multiple tasks and prioritize proactive outreach to reduce equipment downtime.
• Familiarity with photo finishing equipment or related technology is highly preferred.
• Detail-oriented, patient, and capable of providing clear, step-by-step guidance to customers.

What We Offer

• Competitive salary.
• Opportunity to work remotely and support a nationwide customer base.
• Collaborative and supportive work environment.
• Training and development opportunities to grow your technical expertise.